Report a repair
We want to make it as easy and flexible as possible for you to report a repair and book an appointment that suits you.
How to report a repair
Repairs are carried out by our Repairs and Maintenance Team and fall into one of three categories: emergency, urgent, or routine.
To book a repair, call our Customer Services Team on 0208 709 4300
Lines are open Monday to Friday, 9am to 5pm.
After 5pm, your call will be diverted to our out-of-hours service, who will deal with emergency repairs only.
Before you get in touch:
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Check our Your Responsibilities page to see if the repair is yours to report.
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Visit our Simple DIY page for easy fixes you can try at home.
What to tell us
When you report a repair, please provide:
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A clear description of the issue
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Your preferred day and time for the appointment
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Details of how we can access your home
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Any special circumstances we should be aware of
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Your phone number and email address
Appointments and access
If the repair needs more than one visit:
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We’ll book the first appointment with you
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The contractor will arrange follow-up visits directly with you at the first appointment
If you miss a scheduled appointment:
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The contractor will leave a card with a new proposed time
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You can accept the new appointment or call to reschedule
Please note: If you miss two or more appointments, you may be charged for any additional costs we incur.
If a contractor, operative, or surveyor fails to attend:
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We will issue a fixed compensation payment
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The cost will be recovered from the contractor or subcontractor, where appropriate
Emergency repairs and forced entry
If the repair is an emergency, such as a serious water leak or a health and safety risk, we may need to force access to the property if you’re not home.